When the shop offers it, in addition to a refund you can choose an exchange (for another size, colour or item), store credit (a balance for future purchases) or 'Swap for something else': turning your return into credit and choosing any product from the catalogue. It is part of the shop's commercial service. The key point: a full refund to the same payment method is always available —you can never be forced to accept an exchange or store credit.
A refund is always an option
Even if the shop offers you an exchange or store credit, the refund to the payment method you used cannot disappear: it is your right. The shop may propose the alternatives —and sometimes give you a small incentive for accepting store credit—, but the decision is yours. Store credit is only valid if you choose it freely, never as the only way out.
The exchange
If you choose 'Exchange', a menu appears for each product so you can pick the variant you want to receive: another size, another colour or another item. Only the variants available at that moment are shown; if the one you wanted has sold out, you will have to choose another or switch options.
After you confirm, the shop reviews the request and writes to you with the steps to complete the exchange.
'Swap for something else': choose any product
Some shops also offer the 'Swap for something else' option. If you choose it, your return turns into credit and you can browse the shop's catalogue —search included— and add any product to your basket, not just another variant of what you are returning. When you confirm:
- If your basket costs more than your credit, you pay only the difference in the shop's own secure checkout (the same checkout where you bought).
- If it costs less and you have an account at the shop, the leftover is given to you as store credit when the shop receives your return. Without an account there is no store credit possible, so choose something of equal or greater value.
- When you pay, you receive a 'Payment received' email: then send what you are returning.
- If you do not complete the payment, nothing happens: the operation expires after 3 days and you are not charged. The request is closed and, if you still want it, you have to start again.
Some shops add extra credit (an additional percentage, stated before you decide, sometimes with a cap) for choosing 'Swap for something else' or store credit instead of the refund; a simple exchange for another size or colour does not carry it, because it generates no credit. For store credit, the percentage and the cap you see when you open the link are saved for your request and are the ones that apply even if the shop changes them while you decide (if that save fails because of a technical issue, the value in force when you confirm applies); in 'Swap for something else', the discount that reaches the Shopify checkout is calculated with the extra credit in force at the moment you confirm. It is a transparent incentive: your right to a full refund does not change.
Store credit
Store credit is a balance in your name to spend on future purchases at that shop, for the amount of what you return (plus the extra credit, if the shop offers it for store credit). One important condition:
- Store credit requires a customer account associated with the order, and that the shop has new customer accounts enabled in Shopify (the legacy ones do not work). Both are up to the shop, not to you.
- If you bought as a guest, you cannot receive store credit, but you can have a refund or an exchange.
In withdrawal, always a refund
The legal right of withdrawal does not provide for exchanges or store credit: it is always resolved with a full refund to the payment method you used (see "When will I get my refund?"). Exchanges and store credit belong to the shop's commercial service, which coexists with your right of withdrawal but does not replace it. To see how to start each path, read "How do I start a return or an exchange?".